From the course: Serving Customers Using Social Media (2019)
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Use hyperlinks to make your responses transactional
From the course: Serving Customers Using Social Media (2019)
Use hyperlinks to make your responses transactional
- In their personal lives, your customers may spend, even waste lots of time, in social media channels posting duck face selfies or pictures of the best barbecue they've ever eaten. But when customers contact you for service, they do not want to waste time, they want to get stuff done. Social media customer service that gets stuff done is called transactional customer service. Getting stuff done may include updating account information, tracking a package, or applying for a loan. Transactional customer service can be difficult in social channels because responses are public and limited character counts cram what we can say, but we do have one tool that can help us help our customers get stuff done, the humble hyperlink. A well used hyperlink in a social media response sends the customer to the right place online to complete a task. This is good for the customer because they get to cross an item off their to-do list, and it's…
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